Question: This tool ( refer to the graphic ) , which helps the Ritz - Carlton ( a luxury hotel ) is known as the Zone

This tool (refer to the graphic), which helps the Ritz-Carlton (a luxury hotel) is known as the Zone of Tolerance concept. Its purpose is to:
Multiple Choice
measure financial performance of a service
evaluate employee performance in a service context
understand consumer behavior in a service context
evaluate the quality of its service relative to that of competitors

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